Service Information Specialist

Caterpillar Inc.•Peoria, IL

2d•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other. We are the makers, problem solvers and future work builders who are creating stronger, more sustainable communities. We don’t just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence. As a Service Information Specialist at Caterpillar, you will develop, validate, and electronically author service information for delivery via the Service Information System (SIS) and SIS 2.0 to dealers and customers worldwide.

Requirements

Education Requirement: Associate’s degree OR at least 5 years of experience servicing/repairing heavy equipment (accepted in lieu of a degree)
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

3+ years of experience servicing/repairing heavy equipment
Experience repairing/servicing Caterpillar machines or products
Strong working knowledge of SIS2.0/SIS2GO
Team lead and/or mentoring experience
Caterpillar Think Big/Bigger graduate
Bachelor’s degree or higher
Caterpillar authoring / technical writing experience
Teamcenter Visualization / Creo experience

Responsibilities

Produce Disassembly and assembly information that has a positive impact on safety, efficiency, and profitability of dealer service operations
Utilize the Caterpillar Authoring (ACM) system to develop and electronically author a variety of service information types used to service Caterpillar equipment
Perform and document the disassembly and assembly of Caterpillar equipment
Comply with all safety and contamination control processes used in the Caterpillar Mechanical Lab
Conduct complex research of engineering information and product service requirements in a timely and accurate manner
Contact Product Design/Support Engineers and use of a variety of corporate systems and resources
Collaborate with product groups to ensure accurate service information for each NPI program
Photograph equipment and or create graphics using 3D models for service information